Latest Comments

Improve the current 311 service by establishing new modes of interaction that will make it easier to access information from the City, and by improving the operational processes that support the provision of services and feedback to city residents.

Context

At present, in addition to service counters, the 311 service is offered by telephone, e-mail, and social media, as well as on the Internet. To improve service quality and to make it easier for city residents to get access to information, the City of Montréal wishes to re-examine how 311 is working and make a number of improvements in response to user requests, including full digital access in real time.

Actions planned

Make the 311 service more accessible over various digital platforms

Simplify and standardize users’ experience of the 311 service

Improve operations planning in the boroughs

Provide better tracking of requests

Offer various applications to keep city residents informed and to maintain a dialogue with them (e.g. Info-Nid-de-Poule)

Results targeted

City residents will have more ways to access information from the City of Montréal and its boroughs